Front Desk Agent

Description

Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures.  

At Staybridge Suites® we want our guests to feel like part of the family which means we need you to:

· Be down-to-earth by being straightforward and natural

· Be thoughtful by being perceptive, caring and accommodating 

· Be sociable by being upbeat, involved and friendly

· Be reliable by being professional, a team player and resourceful

Financial Returns:  

· Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to          posting all charges, completing cashier and other reports,  preparing deposit, and counting/securing assigned bank.

· Issue, control and release guest safe-deposit boxes.

· Up-sell rooms where possible to maximize hotel revenue. 

PEOPLE:

· Answer phones in a prompt and courteous manner.

· Welcome guests in a friendly, prompt and professional manner.  

· Register guests, issue room keys, provide information on hotel services and room location.  

· Communicate any outstanding guest requests or issues to management that may require 

 additional monitoring or follow-up.

GUEST EXPERIENCE:

· Respond appropriately to guest complaints.  Make appropriate service recovery gestures in order to ensure total guest   satisfaction.  

 · May routinely book guest reservations for individuals and/or groups that are requested either by   

   phone or from within the hotel; process cancellations, revisions, and information updates on     

   changes. 

RESPONSIBLE BUSINESS:

· Promote team work and quality service through daily communications and coordination with 

  other departments.  

· Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Requirements

High School diploma or equivalent, plus one year front desk/guest service experience. Some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

· Frequently standing up behind the desk and front office areas

· Carrying or lifting items weighing up to 50 pounds

· Handling objects, products and computer equipment

· Use a keyboard to operate various property management and reservations systems, etc.

Other:

· Communication skills are utilized a significant amount of time when interacting with guests and employees.

· Reading and writing abilities are utilized often. 

· Basic math skills are used frequently. 

· Problem solving, reasoning, motivating and training abilities are often used.

· May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.